Information de base

Numéro de référence

0000066793

Organisation émettrice

MPAC, Municipal Property Assessment Corporation

Type d’appel d’offres

DDP - Demande de proposition (Formel)

Numéro d’appel d’offres

RFP-0056-2017

Titre

Cloud Based Software as a Service (SaaS) Contact Solution

Code d’identité d’origine

PP.CO.ON.605327.C91385

Détails

Emplacement

Canada, Tout le Canada, Tout le Canada

Type d’achat

Terme: 2018-06-01 00h00:00 HAE - 2021-05-21 00h00:00 HAE
Option: Option to extend for two additional one year terms

Description

MPAC is seeking a Provider to provide a Software as a Service solution for MPAC’s Contact Center infrastructure. Simply stated, the business goals are to:

deliver a customer centric and usability focused experience;
deliver a very high performing, continuously available service;
minimize the use of the voice channel by our customers;
minimize the need for transfer to a live agent even on the voice channel by using event based servicing of simple calls (i.e. customer can use IVR to check status of a work object/ticket without having to speak to a live agent);
maximize the number of customers using the self-service channel;
deliver this service in the most cost effective manner possible

MPAC’s intent is to engage the awarded Respondent for a term 5 years.
Applicable insurance will be requested from the awarded Respondent(s) upon conclusion of the RFP process.
MPAC’s RFP-0056-2017 is subject to Chapter 5 of the Canadian Free Trade Agreement.

PLEASE REFER TO THE ASSOCIATED DOCUMENT(S) FOR FURTHER DETAILS - THANK YOU.

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Dates

Publication

2017-09-21 16h40:21 HAE

Intention de soumissionner

Non disponible

Échéance de la réception des questions

2017-10-05 14h00:00 HAE

Questions sont soumises en ligne

Non

Date de fermeture

2017-10-24 14h00:00 HAE

Information du contact

Carly Chevalier

289-315-3029

carly.chevalier@mpac.ca

Processus de soumission

Type de soumission

Soumission physique

Enveloppe 1 - Identity & Proposal

Directives additionelles d’appel d’offres

Respondents shall submit the following number of copies:
One sealed envelope/package titled “Original Proposal with Pricing” containing:

1 Original complete proposal with pricing information
1 USB of the complete proposal with pricing information

Separate sealed envelope/package titled “Copy of Proposal without Pricing” containing:

1 hard copy of the Proposal without pricing information
1 USB copy of the Proposal without pricing information

Respondents are to ensure that the file names of the USB files clearly identify the contents.

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